Job Overview
We’re looking for an experienced and driven Manager, Customer Service to lead our front-line support function and ensure a consistently high-quality customer experience across our global telecom operations.
This is a fast-paced, operational leadership role where you will manage a team of Helpdesk Technicians, oversee day-to-day service delivery, and ensure tickets and incidents are handled efficiently, professionally, and in line with SLAs.
You will play a key role in improving customer satisfaction, driving operational excellence, and supporting the growth of Iceblue’s 24/7 support capability.
Accountabilities:
Team Leadership & Management
- Lead, coach, and develop a team of Helpdesk Technicians
- Manage rota planning for a 24/7 support function (days, evenings, nights, weekends)
- Set clear expectations and performance standards aligned to SLAs and KPIs
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Foster a collaborative, high-performing team culture
Service Delivery & Operations
- Oversee the end-to-end management of customer tickets and incidents
- Ensure effective triage, prioritisation, and escalation of issues
- Monitor workload distribution and ensure timely resolution of tickets
- Act as the first point of escalation point for complex or high-priority incidents
- Support major incident management and customer communications
Customer Experience
- Ensure clear, timely, and professional customer communication at all times
- Drive continuous improvement in customer satisfaction and response times
- Review customer feedback and implement improvements
- Maintain a strong customer-first culture within the team
Performance & Continuous Improvement
- Track and report on SLA performance, ticket volumes, and team productivity
- Identify trends, recurring issues, and opportunities for process improvement
- Ensure accurate ticket management, documentation, and data quality
- Work closely with Service Delivery and Technical teams to improve workflows
Stakeholder & Cross-Team Collaboration
- Collaborate with Service Delivery, Engineering, and Order Desk teams
- Ensure smooth handovers and alignment across operational functions
- Support internal reporting and contribute to operational strategy
What we’re looking for
- Proven experience in a customer service or helpdesk leadership role
- Experience in telecoms and networking
- People management and coaching capability
- Experience working in an SLA-driven support environment
- Excellent communication and stakeholder management skills
- High attention to detail and strong organisational ability
- Confidence managing escalations and customer-critical issues
Shift Pattern
- 24/7 operational responsibility
- Team operates on a rota basis including days, evenings, nights, and weekends
- Flexibility required to support business needs and escalations
Pay: £38,000.00-£42,000.00 per year
Benefits:
- Free parking
- Private medical insurance
Work Location: In person
